In response, Teich said: “In short, Ruby on Rails apps running on Bamboo have experienced a degradation in performance over the past 3 years as we have scaled.

“We failed to explain how our product works. We failed to help our customers scale. We failed our community at large. I want to personally apologise, and commit to resolving this issue.”

Teich said Heroku would be posting an in-depth technical review at some point today and would generally be working towards increasing customer understanding of how Bamboo works.

While some users said they appreciated Heroku’s honesty, Teich was criticised for not adding “fixing the problem” to the list of actions it would take.

Commenter Abe Burnett said: “I appreciate that you're taking responsibility and not shifting blame. Yet, the RapGenius story raises some serious concerns about the viability of Heroku as a platform for large-scale applications.

“Better, more accurate communication is important, absolutely; but so is ensuring that the underlying service problems are addressed.”

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